The Guest Experience Manager will help to resolve any guest complaints or issues and ensure employees are properly trained to provide customer service. The incumbent will also coordinate with the marketing event coordinator or upper management to work on marketing, events or outreach projects.
Job Responsibilities
- Proactively analyze customer feedback and provide strategic direction to improve overall Guest Staying Experience.
- Ensure that guests are attended to with promptness, courtesy and efficiency and that guests’ complaints are handled with tact and diplomacy.
- Focus on all front office section to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure.
- Set the standards of professionalism for the department through the development of procedures and the training of service skills.
- Represent Guest Experience and be the voice of the guest. Update and highlight points for improvement.
- Have direct contact with guest to collect direct feedback and interacting with all departure guests to collect guest feedback data.
- Assist to review arrival list for all arrivals and VIPs. Check room allocations, amenities and special request.
- Coordinates with Sales, hotel departments and customer to ensure consistent, high level service throughout pre-event, event and post-event phases of hotel events.
- Recognizes opportunities to maximize revenue by up-selling and offering enhancements to create outstanding events.
- Acts as the liaison between field sales person and customer throughout the event process (pre-event, event, and post-event).
- Perform any other job tasks as assigned.
Job Requirements
- At least 4 years of working experience in a similar capacity in hospitality industry.
- Service-oriented, meticulous and has an eye for detail.
